Before
Contacting Brand

People interact with your brand long before you are aware of it. To provide incredible experiences, you must understand when and how people are interacting with your brand. See how your brand can excel and provide incredible experiences in each touchpoint.

Website

Your website is often a visitors first impression of your brand, and you have less than ten seconds to capture their attention. This is a make or break moment in the customer journey. A strong website will respond to customer expectations, answer their questions and visually highlight a company’s identity all while meeting functionality expectations.
Your website needs to be relevant and useful. This will generate traffic to it by ranking higher in Google and other SEO based systems and will also keep user engaged enough to move to the next stage of the Customer Experience Journey. Optimize your brand’s website to answer users questions and include relevant content that is on par with customer expectations.
Social listening, utilized to optimize your website, reveals the most meaningful keywords, topics, and influencers for your brand and industry. With social listening, you can grow brand mentions, know where your backlinks are being built, and in what context. find new links in real-time and evaluate the quality of the source.

Reviews

Word of mouth continues to be one of the most effective marketing methods used. 92% of B2B buyers are more likely to purchase a service or product upon reading a trusted review and 91% of 18-34 year old consumers trust online reviews just as much as a personal recommendation. In the age of social media, consumers spread their word of mouth reach to various online channels, including review sites such as Yelp and Google My Business (GMB).
Turn loyal customers into online advocates by inviting them to write reviews and share your content with their friends. To expand your customer base, customer reviews must become a priority in your marketing and sales tactics. Create a plan to receive new reviews and a higher rate to improve your online perception and attract new clients.
68% of consumers will leave a review if asked. Nuvi Reviews prompts customers to write reviews on Yelp, Google, Facebook, and other top review sites so your brand can gain authentic feedback from customers, reach new potential customers, and improve the overall experience.

Listings

Online directories that contain a business's name, address, phone number, and other details are useful tools to grow your online reputation, increase discoverability, and improve your website’s SEO ranking. On top of producing backlinks to your site, directories supply new listings to Google. When a user searches for your company online, your directory listings will appear in the results section and direct them back to your site. Listing sites like Yelp, Yellow Pages, and GMB are some relevant examples of directories.
As much as listings can help your business, they can hurt it too. Google expects all information regarding a business to be updated and consistent across all sources. Managing dozens of directories can be hard. Businesses need to have a centralized dashboard to manage all directories in one place. Ensuring that you improve your SEO and online rankings will help your business stand out from competitors and increase revenue at one, or multiple, locations.
Improve your SEO and rankings with consistent information with a one stop dashboard to manage content in Google and 70+ other online directories. Listings management allows you to populate any changes in the dashboard instead of across each directory. Intercept incorrect data that could hurt your business, suppress duplicate listings, and lock your information to prevent unauthorized changes.

Social Content

The content on your social pages can be the first interaction a potential customer has with your business. At the same time, brand related content is no longer the monopoly of the brand. Everyone with internet access can talk about your brand.
Provide a consistent message across all social platforms, that matches all other touchpoints customers may have with your brand. Your content strategy must include a way to listen and analyze what is being said about your brand online. From there, you can improve your social and website content, and email campaigns.
Unified dashboard for content creation, scheduling and posting with permissions-based system for workflow management allows you to review and approve content across locations and analyze content success. Use Social Listening Analytics to measure success across multiple social media campaigns and analyze data to make real-time strategy adjustments.
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“Victory in marketing does not happen when you sell something, but when you cultivate advocates for your brand”

Steven Knox, Proctor and Gamble


During
Direct Interaction

Do you know why experience is so important? Because customers no longer care about being marketed to. They can find out everything they need to know about a product on their own… The companies that deploy customer experience programs, feedback loops, empower the voice of the customer and loyalty programs will be the survivors past 2020.” Dom Nicastro, CMSWire

Pre Sales Interaction

Customers have moved from independent information gathering to contacting the brand for more information. Successful pre sales experience sets appropriate expectations, and helps prepare the customer for working with a company. The presale touch point is an opportunity for a business to promote awareness for their brand, educate their customers, and solidify customer selection.
Customers prefer to deal with businesses in a way that is most convenient for them and makes sense to them in that moment. Providing customers with a wide variety of communications’ options demonstrates an organization's dedication to convenience and efficiency. An ever growing number of customers want immediate responses without having to visit a store or even call. Text and web chat communication are new must-have communications channels.
Nuvi’s Text and Webchat services provide valuable 2-way communication options. They give you the ability to connect with customers, answer their questions, and provide quick information such as news, special offers, rewards and incentives, how and when they want it.

Point of Sale

One of the most important parts of the customer experience is the moment when transactions are completed. The Point of Sale is a point of guaranteed interaction, even if it doesn’t involve face to face human communication. This interaction will affect your brand reputation for better or worse.
Speed, knowledge, and ease should be some of your biggest priorities in the point of sale; faster transaction times equals more customers, and having had a quick and easy experience those customers will have a more favorable and lasting impression of your brand.
To ensure that your transaction times are up to par with customer expectations use Nuvi Surveys to send out a post transaction surveys. With this information your company can make adjustments where needed to streamline the point of sale and transaction process and perform customer recovery where needed.

Team Performance

In the omni-channel age, consumers sometimes find that brands that deliver flawless, automated processes and feel-good experiences online, fall short of these standards when they actually interact with employees. Having your team provide a great customer experience is a continuous effort that depends on an ongoing analysis, refinement, training, and improvement.
Customers expect knowledgeable and fast answers to their questions online and in person. Offering multiple of communications’ options demonstrates an organization's dedication to convenience and efficiency, but the actual interactions need to be useful. An effective way to enhance the interaction performance of your team is to provide an outlet for customers to tell you how you did. Customers are the most honest and impartial form of feedback. Using surveys is one of the best approaches at receiving customer feedback to see how your team is performing and what can be improved.
There are three solutions that combined, give you the tools to improve team performance. First, 2-way communications channels Nuvi Text and Webchat, second Surveys to gather customer feedback, three, Reviews Management to identify key trends in customers’ kudos and complaints. Using this information your company can drive future decisions in employee and team training to better provide a true customer-orientated experience.
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“People will forget what you said, people will forget what you did, but people will never forget how you made them feel.”

Maya Angelou


After
Purchase

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Customer Service

Is the assistance and advice provided by a company to those who buy or use its products or services.Customer service and support is a core element of the differentiated customer experience. Good customer service means helping customers in such an efficient manner that it exceeds their expectations. This point of contact gives the company or brand an opportunity to completely shine in the eyes of its customers.
To meet customer service expectations, service must be quick and available where the customer needs it in that moment. Customers live in the “Now Economy”, they are eager to use real-time communication tools that allow them to receive quick and educated answers.
Nuvi’s Text and Webchat services provide valuable 2-way communication options. They give you the ability to connect with customers how and when they want it in a quick and convenient manner. Connect with customers, answer their questions, and provide quick information such as news, special offers, rewards and incentives from one dashboard.

Advocacy

An advocate is a customer who talks favorably about your brand and shares positive word-of-mouth messages to other people.Word of Mouth has always been the most effective way to influence buyers. Authentic customer validation provides evidence that a brand does what it says it will do. 91% of 18-34 year old consumers trust online reviews just as much as a personal recommendation.
Turn loyal customers into online advocates by inviting them to write reviews and sharing content that is relevant to them so they keep talking about it.
Nuvi Reviews prompts customers to write reviews on Yelp, Google, Facebook, and other top review sites so your brand can reach new potential customers with other customers’ stories. Using Nuvi Listen and Nuvi Engage will help you find the consumers creating content and engage with them, thus creating a loyal brand advocate.